Complaints

This profile includes complaints for Puls Technologies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Puls Technologies, Inc.

  849 E Stanley Blvd PMB 203 Livermore, CA 94550-4008

  
• 

  Puls Technologies, Inc.

  444 Spear St San Francisco, CA 94105-1684

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Puls Technologies, Inc.A handyman ***************************** The compliant for **** lack of any qualified contractor contact info, proof of any bond/license and or proof of professional vetting. No issue with tech, tech was professional but he didnt do anything more than I did when I could not find cooktop k*** igniter parts myself locally. I also sent unit model number and photos in advance of setting **** appointment with request to come to service address with required parts. And I was still ok with service call arriving unprepared without parts. Issue is **** later sent their service invoice electronically without providing any real contractor ledger, billing information or bond/lic info in case anything should happen and/or point us back to **** ****************** service provided. Our stove cooktop handle/burner was left disabled, not fixed b/c new knob/ingiter parts are obsolete on this model. Good to know before doing a call. I trust anything that was done during evaluation was done safely, but Im not the qualified person here to verify safety here. Shocked when contractor info was missing on bill. Weird. **** wont speak on whom is qualified, and I am no longer waiting on requested valid information. Appears like suspicious business model for **** to operate calls/services just underneath CA handyman legal bond threshold, and quickly sending qualified or unqualified techs out across **, other states etc at the homeowners risk.People. Find a local shop, avoid this online booking service. All the risk is placed on tech and home owner after you pay service invoice and click on service agreement terms. Techs this **** will cheat you when customers dont agree to **** policy/service terms. This is likely a scam or pity ploy when someone actually has to fix something, do real work, or take ownership of bad/harmful work done to homes.

  

  Business Response

  Date: 12/30/2024

  Dear *****,
  
  Thank you for sharing your feedback regarding your recent experience with ****. We sincerely apologize that our service did not meet your expectations and for any frustration this may have caused.
  
  At ****, we are committed to ensuring that every service call is handled professionally and efficiently. We're pleased to hear that the technician demonstrated professionalism during the visit.
  
  To accurately diagnose the issue, the technician must personally assess the unit and identify the root cause of the problem. We apologize if there was any misunderstanding about the repair process or if it wasnt clearly explained during the initial visit.
  
  After reviewing the technicians diagnostic report, it appears that the gas valve and the left front igniter rod were identified as faulty and require replacement. As part of our process, repairs can only proceed once the necessary parts are available. Unfortunately, the technician did not have the required parts during the initial visit. A service call fee is collected for the diagnosis, and if you choose to move forward with the repair, this amount will be credited toward the final service cost. The technician will order the parts and schedule a follow-up visit once the part arrive.
  
  Regarding the technicians qualifications, please rest assured that all our technicians are thoroughly vetted and highly skilled specialists in their respective fields, including appliances such as cooktops. Each technician undergoes a rigorous screening process before joining our network to ensure they meet our professional standards.
  
  Lastly, please note that our technicians operate as independent contractors, **** act as an middle man to facilitate their services.
  
  We value your feedback and your trust in ****. If theres anything further we can assist with, or if you have additional concerns, please dont hesitate to reach out.
  
  
  Warm regards,
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22743835
  
  I am rejecting this response because:

  The independent contractor here and/or **** have both failed to disclose to me upon several requests whom provided service call (contact info) and their qualifications/bonding/contractor license to do such work. This information is normally provided, especially for a legitimate business receipt/transaction. Valid Name , Phone, Address, license/bond  and insurance help identify the  qualified from the unqualified or  fraudulent persons. Foremost, contact info, bond/license  will allow me to locate the responsible person if ever needed in the future, in regards to a specific service provided. If ****, or this independent contractor are legitimate, then there is nothing to worry about here. Writing something on your **** mission statement does not qualify as valid credentials nor contact info if I need to contact someone. I expect normal lookup information needed to verify credentials or bonding of the person responsible for billing me here. Without such customary normal disclosure, what business does Puls Technologies have sending possibly unqualified persons to house calls at the homeowners risk.  Right now, Im fortunate this was only a ****** diagnosis and not a repair I have no way of verifying is anyway home safe unless I find a qualified bonded/ licensed contractor/handyman.

  Please provide within Puls Technologies service invoice (before i agree to service terms or pay anything) the/your/their contact (business)info and associated CA license/bonding number so I can verify for peace of mind of whom Im doing business with here.

  
  Sincerely,
  
  J Medi

  

  Business Response

  Date: 01/09/2025

  Hi J Medi, 

  Thank you for reaching out and sharing your concerns. We value your feedback and are committed to providing transparent, professional, and reliable services.

  At ****, we prioritize the safety and satisfaction of our customers. Our technicians are thoroughly vetted and meet our standards, including licenses and insurance where required. Due to privacy considerations, we may not always share individual contractor details, but we stand by the quality of their work.

  If you have any specific questions or need further assurances, please let us know. We appreciate your trust and will continue to enhance transparency in our process.
  

   

  Best, 
  Mariel
  **** SMM Team
  **************
  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22743835
  
  I am rejecting this response because: Again Pulse, your independent contractor, and you **** are both Not willing to follow through with any 'transparency' statements made to me before or now here.  ****, you are hiding something behind your pay wall and your 30-day collection threats. So ****, you can just cancel service invoice Appoint ID #***************/28/24, if you do not want to provide the requested contractor's contact info plus the CA contractor license/or bonding numbers. Please don't forget to send me confirmation of service bill cancellation Appoint ID #***************/28/24.

  ****, you have placed me, my home and my peace of mind at great Risk on 12/28.  If private home or property would get damaged or someone gets hurt or a repair job is left incomplete or job is done wrong, do you expect **** customers to wave your empty statement on transparency, or qualification vetting inside court or to their insurance agent?   Just Shocked, that I would have to ask for contactor 'doing' business info and that i am still weeks wondering whom i am doing business with or whom is even is asking me to pay them money electronically.

  ****, are you some dubious pyramid floating under minimum $500 threshold to avoid expected CA license/bonding vetting?  ****, I could have been easily strung along by your guy... for more money to cover more **** services and **** materials to no end.  I asked for a qualified professional and ****, your responses and these delays prove to be very unprofessional and quite alarming. 

  I do not feel your independent guy was qualified to do service calls because there's NO credentials to speak of and NO business info to reference.  When you are ready ****, you may just please show me otherwise by showing the contractors' qualifications you say **** already had before 12/28. ****, Please put the requested contractor and license/bond information into **** service link invoice by the end of THIS week Sat 1/18/25.  Remember the **** payment link is secure, so privacy will be maintained.

  
  Sincerely,
  
  J Medi

• Initial Complaint

  Date:12/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a app. 12/22/25 to see if I could get my dryer repaired repair man from **** shows up name was ***** disassembled the dryer everything door drum top said some coils and a igniter needs to be replaced ,said he had to order the parts asked if he could leave it disassembled til 12/27/25 that's when he would return 12/27 I get a text saying the repairman would be here btw 1-3pm hour later the receptionist at **** calls me and says the repairman can't fix it I put down a deposit because in order for him to proceed in ordering parts I had to confirm I agreed to the amount being charged and I had to put down a portion of the 510$ they said it would be no refund or no one has reassembled my dryer customer service is hard to reach I believe this company is scaming people sending unqualified techs to make money I am hoping to get my dryer reassembled as and refund I don't believe this tech had any knowledge of what was wrong with it he told **** something different from what he told me

  

  Business Response

  Date: 12/29/2024

  Dear *********,
  
  We appreciate you choosing our service and want to provide clarity regarding your recent appointment and refund.
  
  You booked an appointment on December 22, 2024, during which the technician diagnosed that your dryer is not heating on any setting. The inspection revealed that both the gas valve ignition and the igniter are defective. You paid $166.84, comprising an $89 service call fee and a 15% deposit of $77.84.
  
  On December 27, 2024, the technician informed us that replacing the necessary part would require work on the gas line. Unfortunately, handling gas lines is outside the technicians scope of expertise. Therefore, the technician recommended contacting a licensed gas company to address this issue.
  
  To assist with the situation, we scheduled an appointment today between 12 PM and 2 PM for the technician to reassemble your dryer. Additionally, we will be issuing a refund for the 15% deposit you paid.
  
  We sincerely apologize for any inconvenience caused. While we strive to provide the highest quality service, the technicians qualifications limit our ability to resolve this specific issue.
  
  To process your refund promptly, kindly verify your credit card number ending in 2343.
  
  Thank you for your understanding, and please dont hesitate to reach out if you have further questions or need assistance.
  
  
  
  Sincerely,
  Aj
  **** Refund Team
  **************

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On. Dec. 4th, 2024, I scheduled a tech from the **** website to perform handyman work in my home on Dec. 13th. The tech was scheduled to come between 2PM and 3PM EST. On Dec. 13th, at 3:16PM, I emailed support (there was no customer support number or chat function located on the website) to let them know that the tech scheduled to be at my home was late. I received a fairly prompt response at 3:21PM advising that they would reach out to the tech to get an ETA. They also offered a 10% discount on the next ********** 3:32PM, I emailed support again to let them know the tech still had not shown up, and if she didn't arrive by 4PM EST, I would need to cancel. I didn't get a response until 5:51PM, more than 2 hours later, saying they were unable to reach the tech. Support asked if I wanted to reschedule for the following day with a new tech and I said yes. I did however request the 10% discount for the current service.I never heard back from support.

  

  Business Response

  Date: 12/14/2024

  Dear Yendia,
  
  Thank you for reaching out and sharing your experience with us. Please accept our sincere apologies for the inconvenience caused by the delay and lack of communication regarding your scheduled handyman service. Providing seamless and reliable service is our priority, and its clear we fell short in this instance.
  
  We understand how frustrating it must have been to wait for a technician who failed to arrive as scheduled, compounded by delayed updates from our support team. Your time is valuable, and we regret not meeting your expectations.
  
  Heres what weve done to address this situation:
  
  Technician Follow-Up: The assigned technician, who was unresponsive despite multiple attempts to reach her, has been issued a TIR (Technician Incident Report).
  Rescheduling Your Appointment: We understand you agreed to reschedule for the today. However, since your message was received mid-day, scheduling an appointment for today may not be feasible. Could you kindly let us know your availability for tomorrow? We will prioritize your request to ensure timely service.
  Process Improvements: We are actively reviewing our internal communication processes to ensure urgent matters, such as missed appointments, are handled more swiftly in the future.
  Your feedback has been escalated to our operations team, and we are committed to making the necessary adjustments to prevent similar occurrences moving forward.
  
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22686692
  
  I am rejecting this response because:

  I responded to the message they sent me via email and did not receive a reply indicating what I wrote as a response is no longer applicable.

  The response I gave is below and attached:

  Thank you for the follow-up. I want to confirm that I responded 7 minutes after the email was sent regarding rescheduling. If it wasn't feasible for a tech to be rescheduled for today because of the time of the conversation, then today should not have been presented as an option in the correspondence. 
  
  With that being said, I do have availability tomorrow for the same time the original tech was supposed to arrive yesterday

  Sincerely,
  
  Yendia ******

  

  Business Response

  Date: 12/16/2024

  Dear Yendia,
  
  Greetings from the **** Refund Team. We understand the importance of timely communication and sincerely apologize for the delay in responding to your service request.
  We are pleased to confirm your appointment scheduled for December 17, 2024, from 2:00 PM to 3:00 PM. To express our appreciation for your patience, we have applied a $50.00 discount to your service.
  Rest assured, you will receive a notification as soon as a qualified technician is assigned to your case.
  Should you have any questions or require further assistance, please do not hesitate to contact us via email or by phone at **************.
  We value your business and look forward to resolving your issue promptly.
  
  
  Sincerely,
  Aj
  **** Refund Team
  **************

  Customer Answer

  Date: 12/16/2024

  Email sent to business: 
  

  Good afternoon,
  
  Please do not schedule appointments on my behalf. I am not available on that day at that time. I gave you my availability and it was ignored - twice. I'm not available again until Friday at 4PM.
  
  Best.
  
  Yendia ******, MBA
  
  
  
  On Monday, December 16, 2024 at 03:15:51 PM EST, General Support <****************************> wrote:
  
  
  
  
  
  
  
  Dear Yendia,
  
  Greetings from the **** Refund Team. We understand the importance of timely communication and sincerely apologize for the delay in responding to your service request.
  We are pleased to confirm your appointment scheduled for December 17, 2024, from 2:00 PM to 3:00 PM. To express our appreciation for your patience, we have applied a $50.00 discount to your service.
  Rest assured, you will receive a notification as soon as a qualified technician is assigned to your case.
  Should you have any questions or require further assistance, please do not hesitate to contact us via email or by phone at **************.
  We value your business and look forward to resolving your issue promptly.
  
  
  Sincerely,
  Aj
  **** Refund Team
  
  **************

   

  Complaint: 22686692
  
  I am rejecting this response because:
  
  Sincerely,
  
  Yendia ******

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This all started with a repair to dryer on 10/18/24. my technician arrived between his ***** window. his name is *****. he arrives at my home went into basement 5min later he back upstairs. he says he know the part i needed he quoted me the price which i agreed to because it would roll into the fee for service call is $89.00 the part he said was around $85. Ok he leaves for 2hrs came back i said what happen to you he said he had to get the part for me ok thats a long time gone goes back in basement 5min or less comes back upstairs and said i also needed a circuit breaker and my button on dryer is broke. this would be included no worries. first my button was not broke until he broke it, anyway i will be back tomorrow to fix it i said if you went all that time to get the part why not fix it now. he said his truck was broke that why he had his car and all tools needed was on truck. any way give a deposit by credit for $119.. $89 for diagnostic the additional $30.. was toward the part. going forward 10/19 got a text saying ***** on the way never seen or heard from him called his phone ************. he answered said ia will call you back never did. It wasnt until 10/31/24. when he called and asked me if i still wanted to wait on part was having trouble gettting it. WHOO, YOU SAYED YOU HAD THE PART . This is when i knew something was a scam because i got text from first day until the 31ST AND NOTHING DONE. i did pay my credit card just so i wouldnt mess up my credit and deal with them later like now. i am seeking a full refund. i got a electrician out there was nothing wrong with the circuit breaker or outlet he but the button back together that ***** took off and move something in dryer not only did it come on but it was hot and working as usually did, i am seeking a full refunded for service not rendedred. after checking reviews i see this is frequent with this comapany. executive team RAZ ******** /CTO .MARKENTING SHIRI ERLIJMAN/ HEAD OF FINANCE/

  

  Business Response

  Date: 12/14/2024

  Hi ********,
  
  Thank you for sharing your experience with us. We deeply regret the inconvenience and frustration this situation has caused. Providing exceptional service is our priority, and we recognize that we fell short in meeting your expectations.
  
  Your feedback is extremely valuable, and we are conducting a thorough review of this matter. Its clear that there were several points where the technician's service fell below standard. 
  To address these issues, we will carefully review the technicians actions and timelines to identify where things went wrong.
  To assist you further and work toward an equitable resolution, we kindly request the diagnostic report from the technician who assessed your unit following Mr. ******* inspection.
  
  Thank you for bringing this to our attention. We are committed to resolving this matter promptly.
  
  
  Best regards,
  Aj
  **** Refund/SMM Team
  **************
  
  

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called for repair of refrigerator on Thursday, November 14, 2024. We had water on the floor. A technician came, did some work, paid the company with a tip to the technician and he left. The refrigerator leaked water again. Called the company but did not get any response. The phone kept ringing. I would like to be refunded my money.

  

  Business Response

  Date: 12/10/2024

  Hi *****,
  
  Thank you for bringing this matter to our attention.
  
  After a thorough review, we confirmed that the repair was completed on November 14 between 1 PM and 3 PM. On November 15, 2024, you contacted us requesting a copy of the invoice for the repair conducted the previous day, which we promptly sent to you via email. However, we have not received any prior communication regarding a leak or any other issues with your refrigerator. Please note that our call center operates Monday through Friday from 6 AM to 5 PM PST, and on weekends from 7 AM to 3 PM PST.
  
  Regarding your current concerns, we have a standard procedure for processing refunds. Before proceeding, we must dispatch the technician for reassessment of your unit, as it remains under a 90-day guarantee. This reassessment will be conducted at no additional cost to you. Utilizing your guarantee allows us to address any potential underlying issues with the unit and ensure comprehensive resolution.
  
  Kindly fill-out the below information for our guarantee team to assist you asap. 
  
  ***********************************
  
  If you have further questions or would like to schedule the reassessment, please dont hesitate to reach out.
  
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************
  
  
  
  
  

• Initial Complaint

  Date:11/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday 11/27 2024, I reached out to **** to send an appliance technician to replace a gasket in my washing machine, as it had worn out and considerable mildew was building up. I received an email from **** telling me they are unable to fulfill my request directly but have arranged for a "local trusted partner to handle the job". The partner, *** Appliance Repair", called me multiple times to schedule a site visit, and came out to my condo with a new gasket. **** partner proceeded to take the washing machine apart, and appeared to replace the gasket. They put the machine back together and ran a cycle to show me that the gasket was working. They had me sign an invoice, and send them $411 through zelle.An hour later, I noticed that the washing machine had a funny sound, so I examined the work done again, and the gasket was not changed at all. The trusted partner did not install the new gasket, and has not responded to my follow up phone calls. They scammed me, and **** was an accomplice to this, leveraging their "trusted partner" language to manipulate me to trust a scammer into coming into my home, taking my money for services not rendered, and disappearing.

  

  Business Response

  Date: 11/30/2024

  Hi ******,
  
  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and frustration you experienced with the service from our partner, ********************
  
  We recognize the importance of having your appliance repaired accurately and promptly, especially given the issues you've described. It is unacceptable that the gasket was not replaced as agreed, and we appreciate you bringing this to our attention.
  
  Currently, we advise you to dispute the $411.00 payment you made via ***** with your bank, as this payment was directed to the lead partner. We will also contact the local partner to gather their feedback and will keep you informed of any updates regarding your situation. Additionally, we will escalate this matter to higher management for further investigation and to work towards a resolution for you.
  
  Thank you for your patience and understanding.
  
  We want to clarify that, based on the information you have received, **** will not be responsible for any issues that arose during the technician's service. Please note that the technician is the sole recipient of the payment for this service; we do not receive any portion of it.
  
  If you have any further questions or need assistance, please dont hesitate to contact us. Were here to help!
  
  
  
  Best regards,
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22619036
  
  I am rejecting this response because:
  

  As the business may know, there is no way to dispute a Zelle transaction once sent. Although **** just brokered the transaction, and  did not receive the payment for the services (which were fraudulently rendered), they are the party responsible for connecting this individual to me, verifying them as a trusted partner, and sharing my contact information with them. They are the source of this vulnerability, determining this individual as a trusted partner and describing them as such to me. I let this individual into my home and am thus incredibly exposed, especially during this dark time amidst the holidays.
  
  I hope they will do what is right to both resolve this and improve your system for future customers.

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/02/2024

  Dear ******,

  
  Thank you for getting back to us.
  
  Please consider the following steps to dispute a Zelle payment:
  
  Contact the Recipient:
  Start by reaching out to the recipient to resolve the issue directly. Clearly explain the situation and kindly request a refund.
  
  For further assistance, please contact the lead partner, **** ******, at ******************* or *****************.
  
  Report to Your Bank:
  If the recipient is uncooperative, contact your bank to report the dispute. Be prepared to provide transaction details, any relevant documentation, and a clear explanation of the issue.
  
  Bank *************************** will investigate the matter and may communicate with the recipients bank to seek resolution. If the dispute is found valid, your bank might initiate steps to recover the funds.
  
  We want to clarify that while youve chosen to proceed with the lead partner, it is important to note that we cannot be held liable for any potential damages caused by the technician. This aligns with the notification shared with you before the lead partner technician began work on your unit.
  
  For reference, weve attached your agreement, which includes a clear statement that all matters of indemnification are to be addressed by the lead partner and not by our team.
  
  If you have any concerns, please direct them to **** ******.
  
  Thank you for your understanding and cooperation.
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I want to clarify that this resolution was entirely dependent on your suspending the partners account. Following that action, the partner finally responded and with enough pressure and triaging with ****, sent my money back to me  

   

  I hope you will do this for future customers and do better due diligence so vulnerable customers are not exposed to such malignant behavior on the part of scammers referred as trusted partners  

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 21, 2024 $80.10 An appliance service tech was suppose to come to my house and evaluate the problem with my fridge and why the **************** was warm The nature of this dispute is the tech never tested anything, he came and looked at my fridge, took off the bottom panel and just looked at it, never took out any tool, tester, gadget to test anything He then looked in my fridge and seen that it said replace water ************ filter, he pulled out the air filter and it was clean and then he proceeded to tell me the reason why my fridge was warm was due to I did not replace the water filter which has nothing to do with why the fridge or the freezer is warm.I feel that I was cheated for a service call by them sending a technician that clearly has no education in appliance repairs which means it as all fraud in my eyes. A real service tech has the tools, gadgets, etc to test many things on appliance to see what is working and what is not. After reading the reviews I realized that I am one of many that have been scammed from this company by them saying they are appliance repair techs but they are not licensed or skilled in any knowledge to repair anything. A service technician testing a Kenmore Elite refrigerator that isn't cooling the fridge or freezer will likely check the following: power supply, thermostat settings, door seals, condenser coils for cleanliness, evaporator coils, defrost system functionality, compressor operation, refrigerant levels, electronic control board, and any internal air flow issues; they may also check for any error codes displayed on the control panel to pinpoint the problem. The technician showed up looked at the fridge, seen the light was on to replace air filter and water filter and said that was my issue but clearly telling me the air filter was spotless and the water filter needed to be changed was not what he was supposed to be there for. He did not do his job and I think I was scammed

  

  Business Response

  Date: 11/24/2024

  
  Hi *****, 
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the experience you had during your recent service call on November 21, 2024. Your feedback is extremely valuable to us, and we take complaints like this very seriously.
  
  We understand your frustration regarding the evaluation process and the technicians approach. A proper diagnostic visit should involve a thorough inspection using the appropriate tools and testing methods to accurately identify the root cause of the issue. Based on your account, it appears this standard was not met, and we deeply regret any inconvenience or dissatisfaction this may have caused.
  
  After discussion with the management, we are offering a refund for the payment of $80.10 you made. 
  
  To process this may we verify the last 4 digit of your **** card number 
  to credit this back right away. 
  
  Should you have any questions or need assistance in the future, please feel free to reach out.
  
  
  
  Sincerely, 
  Aj
  **** Refund Team
  **************
  
  

  Customer Answer

  Date: 11/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used **** for a microwave repair. They offer a membership program for discounts for appliance repair. I declined membership verbally when speaking to staff on the phone . With out me noticing, they had applied a membership fee to my service invoice. Among the charges was a $12.90 membership fee. I received an email the following month saying the monthly fee would be due soon. Thats when I realized they had signed me up for their membership program even though I had verbally told staff I was not interested. I reached out to them and they asked me to fill out their online form to cancel the membership (which I never wanted) and they happy to have a $48 cancellation fee. Very deceptive practice on their part. I would like the $12.90 back and no further charges from this company.

  

  Business Response

  Date: 11/21/2024

   

  Hello, *******. 
  
  
  Thank you for sharing your feedback with us and we are truly sorry for the dissatisfaction. 
  
  
  We understand that you declined and did not agree to any membership subscription with us. However, our record shows that a secured payment link was sent to you after your repair appointment that you used to process your payment, and you opted to pay the discounted price which signed you up with the Click and Fix standard. 
  
  Nonetheless, we have manually canceled the membership on our end. Our usual process for cancellation as per our Terms and Conditions, since the discount you received is more than the amount you paid for the membership fee of $12.90, a charge back of the difference between your member savings and the membership fee should be collected. However, as a one-time courtesy, we can process a refund of the said chargeback, though it seems that you have been able to stop the payment for the upcoming charge on your card, hence, the charge did not go thru. 
  
   You may call us at ************** for questions or immediate assistance. 
  
  
  
  Sincerely, 
  Dince
  **** Support
  
  

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates of service: 9/8, 9/11, 9/30, 10/5, 10/11 Issues for which I called company: Broken icemaker, and water leakage in chiller Money paid: $136.26 on 9/8, $377.92 on 9/11. After which both issues were supposed to resolved, icemaker was changed and technician said a frozen pipe caused leaking which was fixed through service. 90 day guarantee as per website. Called customer service again, and technician arrived on 9/30 and said fan motor is not working , causing continued leaking and its a new problem. For me it was the same original problem, leaking in chiller. Technician returned on 10/11 and changed fan motor. Paid $ ****** on 10/******** Money paid = $713.09 Still leaking continued. Contacted customer service ********* they sent another technician who demands $450 and says whatever the previous technician did was not needed. And that pipes are frozen and need to pay this money to unclog. Why did they change the motor? why did they charge for unfreezing the pipe? and what about the 90day guarantee? When I asked for guarantee, the customer service keeps sendign emails that they are in touch with technician for the last 1.5months. Now after 2.5months, they are saying I need to pay $450 again to fix the issue. I would like a refund of all my money since my original issue with water leakage is still not resolved and I have spent much of my time and efforts in the back and forth, spent $713 and still left with MOLD in my fridge before the holidays,

  

  Business Response

  Date: 11/16/2024

  Dear ********,
  
  Thank you for reaching out and providing the details of your experience. We sincerely apologize for the frustration and inconvenience this has caused, especially considering the time, money, and effort you've already invested in trying to resolve the issue.
  
  Following the second ************ assessment, it was determined that the ice maker and fan motor did not require replacement. Based on this, we would like to offer applying the payments from appointments *******, *******, and ******* toward the recommended services from the new technician, which include:
  
  Unclogging the refrigerator drain pipe
  Performing maintenance on the water tube
  Sealing the ice maker box with specialized silicone
  The total cost for these services is $472.00, broken down as follows:
  
  Standard no-parts repair (extra sealing and general maintenance): $253.00
  Clean drain hose: $52.00
  Bioline maintenance: $31.00
  Ice buildup removal: $136.00

  Please let us know how you'd like to proceed.
  
  Thank you again for your patience and attention to this matter.

  
  
  Sincerely,
  Aj
  **** Refund/SMM Team
  **************

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22563791
  
  I am rejecting this response because:

  I paid total of $713 so far, so if we do these fixes which according to you are for $472, how and when will I get refund for remaining amount $241? Also what is the guarantee the problem will be fixed and I dont have to keep chasing to get thar $472 back or fridge fixed?

  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 11/18/2024

  Dear ********,
  
  Thank you for your patience throughout this process. We recognize that the initial repair did not fully resolve the issue with your unit, and we sincerely apologize for any inconvenience this has caused.
  
  To ensure the problem is properly addressed, we would like to send the second ********** to thoroughly overhaul your unit's issue. We appreciate your understanding and would like the opportunity to make things right.
  
  After the second ********** completes the necessary repairs, we will refund any difference between their quote and the amount you have already paid for the initial service.
  
  Could you please provide a convenient time for us to schedule the visit of the new **********? We are committed to resolving this matter quickly and to your satisfaction.
  
  
  
  Best regards,
  Aj
  **** Refund / SMM Team
  **************

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22563791
  
  I am rejecting this response because:

  Second technician already visited and provided quote of $450. However, I have paid total of $713 so far.

  Need **** to :

  fix my appliance and refund the balance $713-450 = $263 

  OR

  refund the entire amount of $713.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 11/19/2024

  Hi ********,
  
  Following our recent conversation and the attached details, here is a summary of our commitment to resolving your issue:
  
  Our primary goal is to ensure that your issue is fully resolved to your satisfaction. If the upcoming repair by the new technician does not completely address the problem, and the issue persists, we will gladly arrange another visit at no additional cost to reassess the situation. Your 90-day guarantee will remain valid from the date of the most recent repair.
  
  Should the issue continue, we will escalate the matter to a senior technician for a more comprehensive solution.
  
  Please be assured that the refund will be processed once the new technician has completed the repair. 
  
  Thank you for giving us the opportunity to address this by sending the second *********** We have now scheduled the service for Friday, Nov. 22, 2024, between 9 AM and 4 PM, as agreed with the *********** We are hopeful this visit will fully resolve the issue with your unit.
  
  
  Best regards,
  Aj
  **** Refund Team
  **************

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22563791
  
  I am rejecting this response because:
  

  The second ********** visited today 11/22 morning and did a few things (no parts repair, but some servicing). I have noticed few drops of water in the chiller this evening on 11/22, but will know more by tomorrow if water is starting to pool again like before. If thats the case, I request full refund of the monies I paid so far to **** to get this fixed which is $713.

  If tomorrow however, water leaking is rectified, **** still owes me refund of $263. This is as per email exchange with customer service.

  There has been no discussion on refunds so far so I am rejecting this response and will update tomorrow regarding status of leaking.

  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 11/26/2024

  Dear ********,
  
  We sincerely apologize that the second repair attempt did not resolve the issue with your unit. As discussed in our recent email correspondence, a refund of $624.07 has been processed as per our agreement. This amount has been credited to your ****** account and should reflect on your card within 35 business days.
  
  Please see attached file for reference. 
  
  If you have any questions or require further assistance, please dont hesitate to reach out via email or by calling us at **************.

  
  
  Best regards,
  Aj
  Refund Team
  **************

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a whirlpool stove and the codes to the fan are malfunctioning, I called the company and they said that they would send a technician to my home address listed on this issue... but stated that they need a deposit in this amount before anyone can come out. My appointment was scheduled on 11/11/24 and took the day off work to make sure that I was home for technician to show. The technician scheduled for repair never showed up and never received a courtesy call of the no show no call. So this morning I contact **** and there response to me was, " I'm sorry, may we send another repair technician out", I said no, I no longer trust or would like to continue doing business with ****, please return my money and I will look else where. **** is now telling my that I am not entitled to a refund of the money I paid up front to them for PARTS AND LABOR. This is something that was NEVER DISCLOSED to me up front. I have continued to ask for my refund, due to NO CALL NO SHOW, AND NO COURTESY CALL TO RESCHEDULE. A refund for my money would be appreciated. The only information they took from me was my name, address, email and debt card information.

  

  Business Response

  Date: 11/13/2024

  Dear *********,

  Thank you for sharing your experience. We sincerely apologize for the frustration this situation has caused. We understand how disappointing it is when expectations aren't met, especially when time and trust are on the line. Please know that we take your concerns seriously and are committed to resolving them.
  
  Let us have a brief context on what had happened. On November 5, 2024, a 15% deposit and a service call fee of $129.19 were processed. Our technician diagnosed the issue as a malfunctioning cooling fan, caused by an F8E0 error, which requires a replacement part.
  
  In regard to scheduling:
  
  On November 7, 2024, the technician informed us that the part was still in transit, and one of our service request team informed you about this and you requested rescheduling for either November 8 or 9, 2024, between 12:00 PM and 2:00 PM.
  The technician proposed Monday, November 11, 2024, within the same window, but unfortunately, did not show up as scheduled.
  We deeply regret this inconvenience and are addressing the matter internally. After reviewing your refund request, we are prepared to issue a partial refund of $40.19, excluding the service call fee, which covers the technicians travel and diagnostic work.
  
  To expedite this process, could you please confirm if your **** card ending in 6633 is the one we should use for the refund?
  
  We would also like to offer you a 10% discount as a gesture of goodwill to make up for the inconvenience this has caused.
  
  
  
  Sincerely,
  Aj
  **** Refund Team/ SMM
  **************